9.2: Identify different sources of conflict. Flashcards
What is the goal of managing conflict in organizations?
To manage it in a way that minimizes harm to engagement and performance—not to eliminate it entirely.
What is the first step in managing conflict effectively?
Diagnosing the conflict situation and identifying its source (task-based or relationship-based).
How are task-centered disputes different from relationship-centered disputes?
Task disputes are about ideas, proposals, or resources and are usually less emotional and more solution-focused than relationship disputes.
What are the five major sources of conflict identified in OB Playbook 9.1?
Informational
Perceptual
Role
Environmental
Personal
What are informational factors in conflict?
Conflicts based on different sets of facts or access to different information, like in the parable of the blind men and the elephant.
How do perceptual factors contribute to conflict?
When people interpret the same information differently and favor data that supports their point of view while devaluing other information.
What is an example of a perceptual conflict?
A team disagrees about presentation quality—some want better graphics, others focus on content, based on how they interpret “high-quality.”
What are role factors in conflict?
Conflicts arising from clashing roles or unclear role boundaries, such as when a friend becomes your boss.
How can role conflicts be interpersonal?
When people struggle to balance multiple roles (e.g., friend vs. coworker, parent vs. employee).
What are environmental factors in conflict?
Factors like scarcity, uncertainty, and competition that increase stress and lower trust, making conflict more likely.
What is a mixed-motive situation in environmental conflict?
A situation where employees are told to cooperate but also rewarded for individual competition, which can cause tension.
What is a zero-sum game in the context of organizational conflict?
A situation where one person’s success means another’s failure, leading to intense competition and potential conflict.
What are personal factors in conflict?
Differences in personality, goals, or values that often have emotional or moral dimensions and are harder to resolve.
Why are personal conflicts difficult to resolve?
Because they often involve moral judgments, emotional reactions, and role identity struggles.
What is the purpose of OB Playbook 9.2: A Conflict Grid?
To help diagnose both the type (task vs. relationship) and source (informational, perceptual, role, environmental, personal) of conflict for better resolution.
